We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 371633 results
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Decision Reference DRN-4895120
4 Sep 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4895120 The complaint Miss T complains AXA Insurance UK Plc unfairly settled a motor insurance claim with her as jointly at fault. What happened In May 2023 Miss T was involved in a collision with a third-party’s car. Her car received some limited damage. She considered the third-p... (2 pages)View decision -
Decision Reference DRN-4930079
4 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4930079 The complaint Mr R complains about AXA Insurance UK Plc (“AXA”) and the way they settled the claim he made on his motor insurance policy. Mr R also complains about the way AXA investigated and progressed this claim. What happened The claim and complaint circumstances are wel... (4 pages)View decision -
Decision Reference DRN-5002508
4 Sep 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5002508 The complaint Mr A complains that, before it accepted his application to transfer his occupational defined benefit (‘DB’) pension scheme into a self-invested personal pension (‘SIPP’), Options UK Personal Pensions LLP (‘Options’, formerly Carey Pensions) didn’t carry out su... (36 pages)View decision -
Decision Reference DRN-4782432
4 Sep 2024 Topaz Finance Limited Not upheldMortgagesDRN-4782432 The complaint Ms L has complained that Topaz Finance Limited trading as Heliodor Mortgages incorrectly recorded her mortgage account as being in arrears when she claims to have made her mortgage payment on time. What happened Ms L holds a mortgage with Topaz Finance Limited... (3 pages)View decision -
Decision Reference DRN-4921721
4 Sep 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4921721 The complaint Mr C complains about how J.P. Morgan Europe Limited T/A Chase blocked and closed his bank account following a name change request. What happened Mr C held a bank account with Chase. On 29 November 2023, he contacted Chase to explain that he’d recently married ... (5 pages)View decision -
Decision Reference DRN-4994648
4 Sep 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4994648 The complaint Mr P says NewDay Ltd irresponsibly lent to him. What happened Mr P took out two credit cards from NewDay – one in March 2019 with a £300 limit and one in April 2019 with a £250 limit. Mr P says NewDay did not ask about his expenses. This debt has caused him s... (2 pages)View decision -
Decision Reference DRN-4993518
4 Sep 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4993518 The complaint Mr M complains that The Royal Bank of Scotland Plc (“RBS”) won’t refund the money he lost as a result of an investment scam. He’s being represented by solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background t... (4 pages)View decision -
Decision Reference DRN-5002413
4 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5002413 The complaint Miss G complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Miss G has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Miss G herself rather than her representative. What happened... (10 pages)View decision -
Decision Reference DRN-4967778
4 Sep 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4967778 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (LV) caused delays in repairing his car following a claim made on his motor insurance policy. He wants compensation for the loss of use and depreciation in his car’s value. What happened Mr M’s c... (2 pages)View decision -
Decision Reference DRN-5002102
4 Sep 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5002102 The complaint Mrs T complains about end of contract damage charges by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my inf... (4 pages)View decision
